1. business and industrial

Building Successful
Relationships:
State CIO Advice for IT Partners
www.NASCIO.org
NASCIO Staff Contact:
Amy Hille Glasscock | Senior Policy Analyst
Building Successful Relationships: State CIO Advice for IT Partners
Copyright © 2015 NASCIO - All rights reserved - NASCIO represents statechief information officers and information technology
executives and managers from state governments across the United States. For more information visit www.nascio.org
201 East Main Street, Suite 1405 Lexington, KY 40507 Phone: (859) 514-9153
Building Successful Relationships:
State CIO Advice for IT Partners
“As our
customer’s IT
requirements
evolve, the
strategies for
meeting those
requirements
must also
evolve.”
—The 2014 State
CIO Survey
“I am a firm
believer that
5-7 years from
now the states
will be out of the
infrastructure
business—we will
become brokers
for services,
rather than
owning them.”
—The 2014 State
CIO Survey
www.NASCIO.org
All across the United States, families, companies, and governments are
adjusting to constrained budgets in today’s fiscal environment. State
governments must find strategies for cost savings and investigate options
for sourcing more cost effective delivery of services. Today, more than
ever before, states are outsourcing services that can be more efficiently
handled by private-sector partners. These partnerships allow states
to be more effective and efficient, and to deliver services needed and
demanded by their citizens. As we learn from the 2009 NASCIO Corporate
Leadership Council (CLC) Publication States Run on IT, “Investments in
technology can and do produce benefits for government, citizens and
businesses. Some are quantifiable like cost savings, efficient government
operations, and delivery of citizen services. Others, like transparency,
government preparedness, and public safety are equally as important but
harder to measure.”
State CIOs have an obligation to ensure that state IT services are
delivered in the most efficient and cost-effective manner possible.
That work often leads to an examination of how the state’s “digital”
infrastructure (primarily networks, data centers, telecommunication
services and applications) is managed and the options for sourcing these
services. From a communications services perspective, this may mean
focusing on rationalizing the infrastructure through aggregation of
demand and having private-sector partners provide the services under a
contract award.
In the last several years we have seen an increase in the relationship
between states and information technology (IT) partners, especially with
business process sourcing. States have traditionally used private partners
to provide certain key infrastructure and communications services,
however the scope is expanding. According to the NASCIO 2014 State CIO
Survey, the use of managed services increased from 50% of the states in
2010 to 60% in 2014. In addition, outsourcing of some IT applications and
services has grown from 42% to 81% in the same time period.
As new state CIOs are appointed, NASCIO emphasizes the importance
of private-sector partners to new CIOs. In advice to these new state
officials, NASCIO explains that they need private-sector partners to
be successful and that collaboration is becoming more important than
ever. This advice from current and former CIOs, points out that with
changes in demographics and the make-up of the workforce, and the
push toward accountability and transparency, emerging technologies
play an important role in IT, and the private-sector companies are the
ones who are working on those technologies and offering solutions to
Building Successful Relationships: State CIO Advice for IT Partners
1
the marketplace. State governments can benefit by learning from and
leveraging the private-sector community so government departments
and agencies can focus on their core competencies and strengths.
“We should be
in the business
of providing
IT services
not in the
infrastructure
business.”
As we can see from the chart below (Figure 16 from the State CIO
Survey), over the next three years, state CIOs plan to expand their
offerings built on a shared services model and expand outsourcing.
States will downsize the scale of state-owned IT assets such as data
centers and they will increase the use of outsourced infrastructure
and software-as-a-service applications. In addition, CIOs see their
organizations taking on the responsibility of procuring these managed
services.
—The 2014 State
CO Survey.
Anecdotally we know that some CIOs have expressed concern with
technology companies’ approach to business development and
relationship practices with the states. Therefore, the NASCIO CLC
(NASCIO’s corporate members), for their 2014 project, determined
they could provide guidance on best practices for the IT partner/CIO
relationship.
The recommendations from this brief come from interviews conducted
by a working group made up of members of the CLC. The members of
the working group interviewed state CIOs during the summer months
of 2014. There were also interviews conducted with CIOs during
NASCIO’s 2014 Annual Conference. The items presented in this brief
offer a composite view of key recommendations to improve and sustain
positive relationships with state CIOs.
www.NASCIO.org
Building Successful Relationships: State CIO Advice for IT Partners
2
Five Recommendations for IT Partner/Client Relationships
1. Be prepared
Advice from
the Trenches:
“The best
vendor partner
relationships
help in managing
an engagement
once contracted.
They manage
change well.
They inform the
state of best
practices or
‘aha!’ moments.”
—Carlos Ramos,
CIO, State of
California
Advice from
the Trenches:
“A good vendor
partner will work
in partnership
with the state,
have a vision,
help educate the
state, and share
trends.”
–Representative
of Maine CIO
www.NASCIO.org
For IT partners wishing to engage in a meeting with a state CIO,
being prepared is key. IT partners should do their homework
and read the state’s strategic plan, enterprise architecture,
governance structure, business model, and major initiatives.
All but a few states have a strategic IT plan, which on average,
is updated annually and made available to the public on
their website. Another suggestion is to engage with NASCIO
to understand the CIO environment before engaging with the
CIO or technology staff. Be aware that many states prohibit
state officials from taking IT partner meetings during the
formal procurement process, though it may be encouraged
during the pre-solicitation phase. Most states have guidelines,
policies, and requirements on IT partner engagement; however
some are more specific than others, especially as it relates to
procurement.
IT partners should be generally aware of executive branch
ethic restrictions and state gift rules. For example, many state
officials cannot go to lunch with an IT partner or accept any
gifts, regardless of how modest the amount. Knowing how a
product/solution/service fits into a state’s strategic plan, as
well as the legal limitations of the CIO/IT partner relationship
ahead of time, can smooth the way to a productive relationship.
2. Anticipate and understand the state’s problems
IT partners should approach meetings with the mind-set of
solving a problem for a state, not just explaining the benefits
of a product. During NASCIO conferences, focus on listening to
CIOs’ concerns and try to better understand their challenges.
Come to the meeting with a solution. Anticipate future problems
by understanding new and upcoming regulations and laws. Be
aware of federal grant programs and offer solutions to leverage
those grant opportunities.
3. Know the best methods for securing and having meetings
In general, state CIOs identified the best methods of initial
engagement as e-mail, inter-agency meetings and networking
events. The least preferred were cold calls and using lobbyists.
In our interviews CIOs stated that they prefer presentations,
executive briefings and general discussions when learning
about new products. That being said, each CIO has their own
preferences. Try to find out ahead of time what the CIO prefers.
Many states use advisory councils, vendor days and
taskforces/summits to share information with the IT community.
Building Successful Relationships: State CIO Advice for IT Partners
3
Advice from the
Trenches: “There
are times when
a lobbyist with
a good state
relationship can
be used to help
bridge a negative
impact of vendor
activities to
help improve the
relationship.”
–Representative
of Indiana CIO
Most states have time set aside each month or quarter to take
IT partner meetings. The number of meeting requests received
by CIOs monthly varies greatly from just a handful to over 100.
On average CIOs take 10 IT partner meetings per month, so it
is important you manage the time effectively if you secure a
meeting.
4. Develop and cultivate trust
It’s important that both parties work on relationship and trust
building. Some strong recommendations for building trust
in IT partner relationships came from the 2012 California
CIO Academy. Both state employees and private companies
recommended that CIOs should understand exactly how much
they are willing to give and take during the negotiating process,
and get to know the companies they work with as much as
possible and what motivates them, beyond making a sale. Be
frank and honest in communication and discuss expectations
thoroughly. IT partners should work closely with states, as an
ally with a vision. They should educate and share trends as well
as lessons learned from other states.
5. Know how to use lobbyists/government relations professionals
Most CIOs prefer direct contact from IT partners; however
lobbyists and government relations representatives are useful
for gathering information and creating strategies. They may
also be helpful serving as a liaison between the CIO office and
the company. IT partners who want to develop a relationship
with a CIO office should use lobbyists with care, and avoid
going above the head of the CIO even if there is already a
relationship established with the Governor. As mentioned above,
using lobbyists to secure meetings was one of the least popular
methods of engagement, however it was recognized they can
be useful for both the CIO and the company when managed
effectively.
A Mutually Beneficial Relationship
www.NASCIO.org
As state CIOs rely more and more on information technology (IT)
partners to do business, the CIO/IT partner relationship has never
been more important. IT partners can find success by researching the
client ahead of time, anticipating needs, securing meetings effectively,
building a relationship of trust, and using lobbyists appropriately. While
these suggestions are a general guide, it’s important to remember that
each state and each CIO are unique, and should be approached with
that in mind. States should work to develop strong relationships with IT
partners and be open and honest to help the relationship succeed for
the benefit of both parties.
Building Successful Relationships: State CIO Advice for IT Partners
4
NASCIO Staff Contact:
Amy Glasscock, Senior Policy Analyst
[email protected] 859-514-9148
Contributors:
Kim Nelson, NASCIO CLC Past-Chair
Microsoft
Pat Cummens, NASCIO CLC Chair
ESRI
Kristen Miller, NASCIO CLC Vice-Chair
Deloitte
Greg Cranley
Centrify
Todd Davis
CenturyLink
Corky Allen
Oracle
Cathy Novak
Pegasystems Inc.
David Taylor
Software AG
Lauren Sallata
Xerox
Bethann Pepoli
Splunk
Rick Webb
Accenture
David Gustafson, Chief Information Officer
State of Nevada
Shawn Vaughn, Association Director
NASCA
Doug Robinson, Executive Director
NASCIO
www.NASCIO.org
Meghan Penning, Membership and Communications Coordinator
NASCIO
Building Successful Relationships: State CIO Advice for IT Partners
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